1 / 23

Management of Building Production (UEMC2433)

Management of Building Production (UEMC2433). Topic 7: Concept of Quality. Mr. Chia Fah Choy B. App. Sc. (Hons), M. Sc. chiafc@mail.utar.edu.my. What are normally teach in QM?. Concepts of quality Philosophy of Quality Gurus/Wisdom of Quality Pioneers Evolution of Quality Management

marli
Download Presentation

Management of Building Production (UEMC2433)

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Management of Building Production (UEMC2433) Topic 7: Concept of Quality Mr. Chia Fah Choy B. App. Sc. (Hons), M. Sc. chiafc@mail.utar.edu.my

  2. What are normally teach in QM? • Concepts of quality • Philosophy of Quality Gurus/Wisdom of Quality Pioneers • Evolution of Quality Management • Total Quality Management • Quality Management System: Include ISO9000 • Quality Tools • Quality Cost • Statistical Quality Control • Quality Improvement: Reengineering, JIT, Benchmarking

  3. Definition of Quality • The Transcendent Approach • The Manufacturing-based Approach • The User-based Approach • The Product-based Approach • The Value-based Approach

  4. Definition of Quality • The Transcendent Approach • Excellence • The absolute – the best possible, in terms of the product’s or service’s specification • e.g. Rolex watch, Rolls Royce car, Singapore Airlines

  5. Definition of Quality • The Manufacturing-based Approach • Free of errors • Conforms precisely to their design specification • Not necessarily the best available

  6. Definition of Quality • The User-based Approach • Fitness for intended use/purpose • adherence to appropriate specification for the customer

  7. Definition of Quality • The Product-based Approach • Quantities for product attributes • Measurable set of characteristics that is required to satisfy the customer • e.g. a watch designed to run without the need for servicing for at least 5 years

  8. Definition of Quality • The Value-based Approach • Cost versus price; perceive quality in relation to price

  9. P Q = E Definition of Quality Q = Quality P = Performance E = Expectations

  10. Gap Customers’ expectations concerning a product or service Customers’ perceptions concerning a product or service Expectation > perceptions Perceived quality is poor

  11. Gap Customers’ perceptions concerning a product or service Customers’ expectations concerning a product or service Expectation < perceptions Perceived quality is good

  12. Customers’ expectations concerning a product or service Customers’ perceptions concerning a product or service Expectation = perceptions Perceived quality is acceptable

  13. Dimensions of Quality • Performance • Reliability • Conformance • Durability • Serviceability • Aesthetics

  14. Expectation concerning product/service Gap 4 Gap 5 Gap 1 Customer’s perceptions concerning the product/service Customer The actual product/service Producer Gap 3 Organisation’s specification of quality Gap 2 Previous experience Word-of-mouth Image of product/service Management’s concept of the product or service

  15. Dimensions of Quality • Performance • Primary reason for having the project along with the main characteristics it must have • Do the majority of buildings achieve their main purpose?

  16. Dimensions of Quality • Reliability • If the building will operate for a reasonable period of time without failure

  17. Dimensions of Quality • Conformance • The degree to which the specification is met.

  18. Dimensions of Quality • Durability • The length of time a building lasts before it needs to be replaced.

  19. Dimensions of Quality • Serviceability • The service given after the building is completed, particularly with regard to repair. • Are they repaired quickly and with a quality service?

  20. Dimensions of Quality • Aesthetics • How the building looks and feels. • Are they aesthetically pleasing internally and externally?

  21. Dimensions of Quality • Perceived quality • The subjective judgment of quality that results from image. • Does the user and client feel it is a quality building?

  22. Three Levels of Quality • Organizational level: meeting external customer requirements • Process level: linking external and internal customer requirements • Performer/job level: meeting internal customer requirements

  23. Quality and Personal Values • Personal initiative has a positive impact on business success • Quality begins with personal attitudes • Quality-focused individuals often exceed customer expectations • Attitudes can be changed through awareness and effort (e.g., personal quality checklists)

More Related